Warranty

PIHERNZ warrants that all the products available to be purchased on the online website, fulfill all the international and community rules applicable to the product’s security.

The products sold by PIHERNZ are covered by a legal warranty in front of the lack of conformity in virtue of the Ley General para la Defensa de los Consumidores y Usuarios (Real Decreto Legislativo 1/2007).

  • According to the articles 114-124 of the mentioned law, the consumers have the right of obtaining from the seller, if the legal conditions of the manufacturer are met, a free repair or substitution for all of the products that manifest a lack of conformity at the moment of delivery.
  • The law establishes a general term of 2 years of warranty since the purchase had been made.
  • If the fault is found during the first 6 months after the delivery, it is considered a manufacturer fault and the consumer will not need to prove anything to apply the warranty.
  • If the fault appears after those 6 months, the manufacturer or the seller can demand the consumer to prove that the fault was there from the start.
  • The warranty always applies if the product is used under the normal use conditions. The ones that are referenced in the product information and the instructions made available to the client.
  • In the case that the delivered goods are defective, the client will have the right to get a repair or substitution.
  • The price reduction will be performed when the repair or substitution of the product is not possible. In that case, the price reduction will be proportional to the difference between the price of the product and the price of the defective product.

Apart from the mentioned above, because of PIHERNZ acting as an intermediary, the warranty of the product is limited to the one extended by the manufacturer. PIHERNZ intervention will be limited only to processing with the manufacturer for the repair or substitution.

The manufacturers can offer a commercial warranty, whose extension and duration could differ depending on the products and the brands. Those warranties are exclusive to the manufacturer.

The repair and substitution of the product will be free to the consumers (displacement, transport, manpower, etc).

To apply for the warranty, you can address our customer support service at:

 + 34 933 348 800

Email: comercial@pihernz.es

Postal Code:

C/ Comerç 2-22, Nave 12

Polígono industrial El Pla

08980 Sant Feliu de Llobregat (Barcelona), España

 

Withdrawal and returns

PIHERNZ acknowledges its clients the right of withdrawal of online purchases in the terms admitted in the Ley General para la Defensa de los Consumidores y Usuarios (Real Decreto Legislativo 1/2007) – LGDCU, in which case PIHERNZ will refund the client the import in concept of the applicable price and taxes.

The right of withdrawal will not be exercised if the product cannot be returned by nature. Like products that expire too quickly or have been customized by the consumer.

  • The client has the right to desist the contract within 14 days without the need of justification, counted from the day of the delivery.
  • In order to exercise the right of withdrawal, the client must notify us of his decision through an unequivocal statement like mail, fax or email). The form provided by us can also be used but it is not mandatory.

Said communication must be sent to our customer service:

            Email: comercial@pihernz.es

 ZIP Code:

C/ Comerç 2-22, Nave 12

Polígono industrial El Pla

08980 Sant Feliu de Llobregat (Barcelona), España

  • Except in the cases where PIHERNZ offers to pick up the goods, the client must deliver them to the vendor within 14 days since the day they have communicated they want to exercise the right of withdrawal.
  • The product must be unused, unmounted and in perfect conditions. Including accessories, documentation and the original packaging, otherwise the product will be depreciated. As said in the exceptions of the right of withdrawal, customized products will not be accepted.
  • Once we have received the product in our warehouse, and previous to the verification of its state, the import will be returned including the shipping cost within 14 days.

PIHERNZ will refund the money using the same payment method that had been used for the original transaction. The customer, however, can ask to get the refund through another payment method and it does not incur another cost as a consequence of the refund.

  • If the customer had expressly chosen a more expensive shipping method, PIHERNZ is not obliged to refund the additional costs.
  • The direct cost of the devolution (shipping cost) will be assumed by PIHERNZ, who will send their own carrier.

 

Returns due to damage during transport

If there is damage due to the transport of the product:

  • We recommend not signing as if the product has been successfully delivered and do an instant claim to the carrier in the same delivery note. If the packaging is too damaged, you can also decide not to accept the product.
  • If you take a picture of the package as soon as it has been delivered, it will be the best type of proof so the incident can be solved as soon as possible.
  • The maximum term to ask for a return is 2 days since the delivery.
  • Once the return has been asked, we will send a new one. The customer can also ask to return the product and get a refund.
  • The substitution will be free, including shipping costs.
  • The devolution must be processed by:

 Phone: + 34 933 348 800

 Email: comercial@pihernz.es

 

Returns due to defective commodity or error during order preparation

If once the package is opened you check that the product is defective or there have been errors during the preparation, you will be able to return it.

  • To be able to return the commodity, it needs to keep the original packaging, the accessories and the documentation that can be attached to the product.
  • Once the return has been asked, we will send a new one. The customer can also ask to return the product and get a refund.
  • The substitution will be free, including shipping costs.
  • The devolution must be processed by:

 Phone: + 34 933 348 800

 Email: comercial@pihernz.es

 

Replacements and exchanges

Replacements and exchanges are considered an extension of the right of withdrawal so they are subject to the same terms and conditions as returns.

Additionally, in case you wish to replace or exchange a product you will need to take into account that:

  • For refunds, the original cost of the product will be taken into account, and the cost of the replacement product at the moment of accepting the trade.
  • If the price of the replacement product is less than the price of the original product, the difference will be refunded using the same payment method used for the initial transaction.
  • If the price of the replacement product is more than the price of the original product, the trade will not be accepted until the customer pays the difference.
  • The product must be unused, unmounted and in perfect conditions. Including accessories, documentation and the original packaging, otherwise the product will be depreciated. As said in the exceptions of the right of withdrawal, replacement of customized products will not be accepted.
  • Once we have received the product in our warehouse, and after the verification of its state, the substitute product will be sent within 14 days.
  • The direct costs of the replacement will be assumed by the client as it is said in the LGDCU.
  • To ask for a replacement or exchange, you must contact our customer service:

Email: comercial@pihernz.es

ZIP Code:

C/ Comerç 2-22, Nave 12

Polígono industrial El Pla

08980 Sant Feliu de Llobregat (Barcelona), España